Homehold Services Limited is committed to providing a high-quality service to our clients. We value your feedback greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. If we have fallen short of the high standards which we have set for ourselves then we would like the opportunity to put it right.
What do I do if I have feedback or a complaint?
At first, it would be helpful if you could discuss any feedback or concerns which you have about our service or how it might be improved with the member of staff dealing with your matter.
If the member of staff dealing cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with them, then you may discuss this with our Director as a formal complaint under this policy.
How do I raise a complaint under this policy?
It would help us if you could email linz@homehold.org with:
- why you feel dissatisfied with the service which you have received;
- how you would prefer to be contacted about your complaint;
- if there is anything in particular which you would like us to do to resolve your complaint.
If you would prefer not to email details of your complaint in this way then please call us on 0203 997 8950 to discuss the best way to get an understanding of your concerns.
What happens after I have made a complaint under this policy?
We will:
- send an acknowledgement of your complaint within 7 days of receiving it;
- log your complaint on our central complaints register;
- investigate the concerns and arrange a discussion with you to try to agree how to resolve the issues within 21 days of receiving your complaint;
- write to you within 28 days of receiving your complaint to confirm the outcome of this.
In exceptional circumstances it may be necessary to extend these timescales but we will try to agree any variations with you first. If you remain unsatisfied after 8 weeks at the latest, we will always ensure that you are reminded at that time of how to make a complaint to The Property Ombudsman if you are eligible to do so.
What might the outcome of my complaint be?
We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards. We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur.
What if I remain unsatisfied or we cannot resolve your complaint?
If you remain dissatisfied you may be entitled to complain to The Property Ombudsman about our service. This service may not be available to all clients. The Property Ombudsman (TPO) generally expects clients to follow a firm’s internal complaints procedure first.
TPO provides consumers and property agents with an impartial and independent service for resolving disputes. TPO expects complaints to be referred to them within 12 months of our final response to you.
Finally, we are a member of ALEP and you may complain to them using this procedure
Contact The Property Ombudsman
If you would like more information about The Property Ombudsman, please contact them:
- Visit: https://www.tpos.co.uk/consumers/how-it-works/
- Call: 01722 333306
- Email: admin@tpo.co.uk
- Post: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP